基于用户行为的校园打印中心服务设计

Campus Print Center Service Design Based on User Behavior

中文关键词: 用户研究  用户模型  服务设计  校园打印中心

英文关键词: user research  persona  service design  campus print center

中文摘要:

      目的 将用户行为与服务设计理论结合，构建基于用户行为的服务设计模型，并指导实践。方法 基于人类学、用户体验及服务设计理论，通过文献研究、田野调研、用户模型及用户历程图等方法，分析校园打印用户行为特征及功能需求，进而挖掘用户打印历程与打印服务生态系统间的内在联系，得出典型用户模型、用户行为链及服务历程图，并由此获取校园打印中心服务盲点及设计机会点。结论 从用户视角优化校园打印服务流程及触点，将服务设计思维与校园公共服务设施设计相结合，借助互联网云端技术的时效性及多平台操作性，提出基于用户行为的校园打印中心服务设计策略，并通过具体案例辅助以相应设计输出，建立线上线下一体化的打印服务模型系统，为校园打印中心注入新的生机与活力。

英文摘要:

      The paper aims to combine user behavior with service design theory, build a service design model based on user behavior, and guide practice. Based on anthropology, user experience and service design theory, relying on the methods of literature research, field work, persona, and customer journey map, it analyzed the behavior characteristics and functional requirements of student print users. In this way, the user’s print journey and print service ecosystem were intrinsically linked to each other and typical persona, user behavior chains, and customer journey map were generated. From this, the services blind spots and design opportunities for the campus print center were obtained. In the end, from the user's point of view, it optimizes the service contact points of the campus print. Combining service design thinking with campus public service facility design, and with the timeliness of Internet cloud technology and multi-platform operation, it proposes a campus print center service design strategy based on user behavior. Then an online and offline integrated print service model system is established through specific case assistance with corresponding design output. This model system injects new vitality and vitality into the campus print center.